Operations Support Specialist
Hollywood Bets is looking for an Operational Support Specialist to provide technical and operational support to gambling company clients. The primary goal of the role is to ensure that software systems run smoothly, troubleshoot any issues that arise, and proactively identify areas for improvement.
The specialist works closely with both software development teams and gambling company clients to ensure a seamless and efficient operational experience. The role involves managing incidents, coordinating with internal departments, and ensuring that operational objectives are met through effective communication and problem-solving.
- Provide day to day support to operational teams from gambling company clients.
- Ensure proper investigations are conducted when responding to queries or escalating to internal teams.
- Provide customer journey improvement and support where needed by operations.
- Continuously monitor software systems used by gambling company clients, proactively identifying potential issues and taking appropriate action to prevent disruptions.
- Work closely with product teams to effectively integrate, manage, support, and report on new products.
- Act as the primary point of contact for gambling company clients during critical incidents, ensuring timely resolution and minimising downtime.
- Ensure high level incident reports are documented, reviewed, and submitted to stakeholders in a timely manner.
- Liaise with internal teams, including customer support, finance, marketing, and technology, to ensure effective coordination and alignment of operational objectives.
- Ensure the necessary steps are taken to conduct and review test cases during software releases.
- Provide exceptional customer support by addressing queries, troubleshooting account issues, and resolving disputes.
- Stay abreast of industry trends, emerging technologies, and advancements in betting platforms to enhance personal knowledge and contribute to operational improvements.
- Facilitate mentoring and coaching as required.
- Actively involve in the recruitment of new team members when necessary.
- Oversee all aspects of the team by facilitating and resolving issues through effective problem solving and communication.
- Maintain a current and future skill matrix for the team.
- Create a culture for teams that are aligned to the platforms and BET values.
- Be on call after normal operational hours to support relevant teams during disaster management, live issue management, and live deploys.
- Perform any adhoc tasks.
- Matric (required)
- Knowledge of software applications/programs (required)
- Excellent problem-solving and attention to detail (required)
- Ability to multi-task in a deadline-driven environment and show initiative (required)
- Strong organisational and resourceful capabilities (required)
- High levels of attention to detail and resilience (required)
- Understanding of the Gambling/Betting Industry (required)
- Understanding of DBs and Betting/Deposit/Withdrawal systems (required)
- Experience with SQL (required)
- Experience with conducting Risk Based Investigations or Anti Money Laundering (required)
- Strong written and verbal communication skills (required)
Hollywoodbets is a South African sports betting and online gaming company, founded in Durban in 2000 where it opened its first betting branch. It has grown into one of South Africa's largest bookmakers, offering sports betting, online casino and numbers games across a large retail branch network and digital channels. Headquartered in Durban, the company has expanded internationally into the United Kingdom, Ireland and Mozambique. Hollywoodbets is also well known as the title sponsor of the Hollywoodbets Durban July horse race.